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Quality session
QUALITY
session
•XPP
•Minimal standards
•National minimal
standards
XPP
division
• Exchange programme criteria (duration of internship, age)
• Quality standards (what do you have to include)
• Exchange programme descriptions
1. Exchange
progamme
definition
• EP criteria
• EPs‘ rights
• EPs‘ responsibilites
2. Exchange
participants
• TN criteria
• Rights of TN
• Responsibilites of TN
3. Traineeship
Nominee
• Rights of the AIESEC Sending and Hosting Entities
• Responsibilites of the AIESEC Sending and Hosting Entities
• Provide minimal General sevice
• Provide minimal Logistical service
• …work related, integration, country/cultural etc.
4. AIESEC
entities
• Rights and responsibilites
5. Memeber
committee
• Matching policy
• Realization policy
6. Additional
pocilies
1.Internal level
2.Local level
3.National level
4.ICB
7. Complain
procedure
Last two weeks were eventful! I felt like I was back in college. Me and other trainees went for a trip and
bought couple of bottles of beer and started to drink on our way there. Then, police men came to us,
because someone from the locals told on us, that we’re drinking and took us to the station.
Later we found out, that normally it wouldn’t be a problem, but it was Ramadan. None of us was
Muslim, so we didn’t know.
Hello!
Today for the third time the trainee didn’t come to the work in the morning. He doesn’t answer the
phone and today parents wanted to come and meet him, so we’re in a difficult situation because of it.
We are no longer interested in continuing the project.
Ms. Blabla
Kindergarten Random Kinds
1. Food
1. Not provided (written in OP form).
2. Accommodation
1. Provided (mandatory from XPP).
2. Each LC has to specify options in OP: host families, dorms, flat (interns, AIESECers).
3. Living place has to contain at least bed, access to bathroom, to kitchen (with possibility to put
something to the fridge).
4. Max 8 people per toilet/shower, 3 people per bedroom.
5. Each LC has to put information about frequency of changing place in TN form.
3. Internet
1. Min in AIESEC office (written in TN form).
4. Transport
1. Not provided (written in OP form).
1. Prepare specific JD: take into consideration preparation and working time, time in new
host family, work with AIESEC
2. Specific JD (written in TN form, take into consideration preparation and working time
for project, time in new host family).
3. Min working hours: 25hr/week (min.15 working hours + 10 hours preparation) = min.
4 working days/week. Max working hours: 40hr/week.
1. Booklet: information about project, Czech Republic and LC.
2. Pick up intern in the final destination.
3. Have a contact with interns: each intern should have 1 person responsible for him (buddy).
4. Welcome Party/LC meeting/ Bye Bye Party.
5. Invitation to LC meeting.
6. Welcome package: maps (show them where is LC office), contact on people from LC.
1. Preparation seminar before beginning of project (Train the Trainees).
2. Content of preparation: team-building with huge debriefing, information about project and
the Czech Republic,
presentation skills, flow and specific of the project (logistic, program, communication,
debriefings explanation etc.), NPS training and trainee leader elections.
3. Min duration of the preparation seminar is 3 days.
4. Send survey Welcome to the Czech Republic to trainee and fill Accreditation 201X.
1. Select trainee leader during Train the Trainees and set up expectations
with the whole team.
2. Organize two debriefings – 2nd and 4th week of the internship
3. Check NPS on regular basis – open case, state of NPS and response
rate
1. Organize 1 small „trip“ or activity with AIESEC (something else then
welcome party).
2. Invite intern to conferences.
NPS(Customer Gauge)
INTERNSHIPS
LESS THAN 3 MONTHS
-
1 SURVEY
-
Completed
INTERNSHIPS
6 MONTHS
-
2 SURVEY
-
Realized & Completed
HOW ARE YOU SETTING
expectations WITH YOUR
EPs?
WHAT ARE YOUR EPs
complaining ABOUT?
CEE
Top Detractor
Visa
JD
Communication
Logistics
LC
Expectation
Setting from
1st touch
point
Fill the
opportunity
Properly=
FURNITURE, INTERNET ACCESS,
SHARING ROOM, LOCATION,
ETC…
HOW MANY PER WEEK, WHAT KIND,
RESTRICTIONS, VEGETARIAN
OPTIONS…
LOGISTICS, ACCESS AND SUBSIDY
HOW THIS INTERNSHIP CONTRIBUTES
TO A BETTER SOCIETY?
THE MAIN SKILLS, COMPETENCES OR
ABILITIES THE INTERN MAY DEVELOP
SPACES OFFERED BY THE LC TO
INTEGRATE THE TRAINEE INTO LCS
ACITIVIES (IPS)
MAIN CULTURAL SHOCKS IN HOST
ENTITY THAT TRAINEES SHOULD BE
EXPECTING
80%
OF COMPANIES ARE
CONVINCED THEY
PROVIDE A SUPERIOR
CUSTOMER EXPERIENCE
8% OF THEIR
CUSTOMERS
AGREE
Our definition for success
Standards
MoS
Measure THE
Satisfaction
KPI
% fulfillment JULY2015
Satisfaction
MoS
NPS 48
KPI
65
promoters
KPI
15
detractors
KPI
40
Response rate
Why Standards as MOS?
It represents the details of the
minimums of the experience that we
want to deliver
Why Standards as MOS?
To bring an end of Quality vs. Quantity,
Numbers vs. Leadership discussion
and a start of bringing actions
% of EXPERIENCES THAT
MEET THE STANDARDS
Quality MOS
How To Make a memorable XP?
73% said,
friendly employees
How To Make a memorable XP?
55% said, easy access to
information
How To Make a memorable XP?
33% said,
good
reputation
How to lose your customers loyalty?
50% of customers
stop working with
the organization if
they don’t receive
a response within
a week
S&S
S&S

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S&S

  • 1.
  • 7. • Exchange programme criteria (duration of internship, age) • Quality standards (what do you have to include) • Exchange programme descriptions 1. Exchange progamme definition
  • 8. • EP criteria • EPs‘ rights • EPs‘ responsibilites 2. Exchange participants
  • 9. • TN criteria • Rights of TN • Responsibilites of TN 3. Traineeship Nominee
  • 10. • Rights of the AIESEC Sending and Hosting Entities • Responsibilites of the AIESEC Sending and Hosting Entities • Provide minimal General sevice • Provide minimal Logistical service • …work related, integration, country/cultural etc. 4. AIESEC entities
  • 11. • Rights and responsibilites 5. Memeber committee
  • 12. • Matching policy • Realization policy 6. Additional pocilies
  • 13. 1.Internal level 2.Local level 3.National level 4.ICB 7. Complain procedure
  • 14.
  • 15.
  • 16.
  • 17. Last two weeks were eventful! I felt like I was back in college. Me and other trainees went for a trip and bought couple of bottles of beer and started to drink on our way there. Then, police men came to us, because someone from the locals told on us, that we’re drinking and took us to the station. Later we found out, that normally it wouldn’t be a problem, but it was Ramadan. None of us was Muslim, so we didn’t know.
  • 18. Hello! Today for the third time the trainee didn’t come to the work in the morning. He doesn’t answer the phone and today parents wanted to come and meet him, so we’re in a difficult situation because of it. We are no longer interested in continuing the project. Ms. Blabla Kindergarten Random Kinds
  • 19.
  • 20.
  • 21. 1. Food 1. Not provided (written in OP form). 2. Accommodation 1. Provided (mandatory from XPP). 2. Each LC has to specify options in OP: host families, dorms, flat (interns, AIESECers). 3. Living place has to contain at least bed, access to bathroom, to kitchen (with possibility to put something to the fridge). 4. Max 8 people per toilet/shower, 3 people per bedroom. 5. Each LC has to put information about frequency of changing place in TN form. 3. Internet 1. Min in AIESEC office (written in TN form). 4. Transport 1. Not provided (written in OP form).
  • 22. 1. Prepare specific JD: take into consideration preparation and working time, time in new host family, work with AIESEC 2. Specific JD (written in TN form, take into consideration preparation and working time for project, time in new host family). 3. Min working hours: 25hr/week (min.15 working hours + 10 hours preparation) = min. 4 working days/week. Max working hours: 40hr/week.
  • 23. 1. Booklet: information about project, Czech Republic and LC. 2. Pick up intern in the final destination. 3. Have a contact with interns: each intern should have 1 person responsible for him (buddy). 4. Welcome Party/LC meeting/ Bye Bye Party. 5. Invitation to LC meeting. 6. Welcome package: maps (show them where is LC office), contact on people from LC. 1. Preparation seminar before beginning of project (Train the Trainees). 2. Content of preparation: team-building with huge debriefing, information about project and the Czech Republic, presentation skills, flow and specific of the project (logistic, program, communication, debriefings explanation etc.), NPS training and trainee leader elections. 3. Min duration of the preparation seminar is 3 days. 4. Send survey Welcome to the Czech Republic to trainee and fill Accreditation 201X.
  • 24. 1. Select trainee leader during Train the Trainees and set up expectations with the whole team. 2. Organize two debriefings – 2nd and 4th week of the internship 3. Check NPS on regular basis – open case, state of NPS and response rate 1. Organize 1 small „trip“ or activity with AIESEC (something else then welcome party). 2. Invite intern to conferences.
  • 26.
  • 27.
  • 28.
  • 29.
  • 30. INTERNSHIPS LESS THAN 3 MONTHS - 1 SURVEY - Completed INTERNSHIPS 6 MONTHS - 2 SURVEY - Realized & Completed
  • 31.
  • 32.
  • 33.
  • 34.
  • 35.
  • 36.
  • 37. HOW ARE YOU SETTING expectations WITH YOUR EPs?
  • 38. WHAT ARE YOUR EPs complaining ABOUT?
  • 41. FURNITURE, INTERNET ACCESS, SHARING ROOM, LOCATION, ETC… HOW MANY PER WEEK, WHAT KIND, RESTRICTIONS, VEGETARIAN OPTIONS… LOGISTICS, ACCESS AND SUBSIDY
  • 42. HOW THIS INTERNSHIP CONTRIBUTES TO A BETTER SOCIETY? THE MAIN SKILLS, COMPETENCES OR ABILITIES THE INTERN MAY DEVELOP SPACES OFFERED BY THE LC TO INTEGRATE THE TRAINEE INTO LCS ACITIVIES (IPS) MAIN CULTURAL SHOCKS IN HOST ENTITY THAT TRAINEES SHOULD BE EXPECTING
  • 43. 80% OF COMPANIES ARE CONVINCED THEY PROVIDE A SUPERIOR CUSTOMER EXPERIENCE 8% OF THEIR CUSTOMERS AGREE
  • 44. Our definition for success Standards MoS Measure THE Satisfaction KPI % fulfillment JULY2015 Satisfaction MoS NPS 48 KPI 65 promoters KPI 15 detractors KPI 40 Response rate
  • 45. Why Standards as MOS? It represents the details of the minimums of the experience that we want to deliver
  • 46. Why Standards as MOS? To bring an end of Quality vs. Quantity, Numbers vs. Leadership discussion and a start of bringing actions
  • 47. % of EXPERIENCES THAT MEET THE STANDARDS Quality MOS
  • 48. How To Make a memorable XP? 73% said, friendly employees
  • 49. How To Make a memorable XP? 55% said, easy access to information
  • 50. How To Make a memorable XP? 33% said, good reputation
  • 51. How to lose your customers loyalty? 50% of customers stop working with the organization if they don’t receive a response within a week